Planet Hollywood Cancun Resort Reviews

Service was great. Our ocean view room was lovely. The room itself was clean but definitely could tell wear and tear in spots but that wasn’t a bother to us. Food was less than to be desired. Every meal left me wanting more so that was disappointing. The beach front was great as well as all the pools and lazy river. We had some issues in our group with charges to rooms that shouldn’t have been there. They all eventually got sorted out but it took a lot of work to make things right. I don’t think I would recommend this resort to family and friends. I would look for a different resort but the island itself was good.

We enjoyed our stay at the resort, the rooms were nice however there was some dust in the room. There are many restaurants to choose from and the food was good. The shows were fine. I’ll come back again.

We travelled as a large group of 10 (5 adults and 5 kids ranging from 9-17) with 3 separate rooms. One room was damp, but we requested a dehumidifier and it made a world of difference. We were on the 3rd floor of building 30 and had an incredible view of the ocean from our bed. It was close to the beach and pool, so a great location. We did find making reservations difficult and would recommend they make some changes to their reservation system so that you can book farther in advance but, honestly, that is my only piece of constructive feedback. We found the staff to go above and beyond to try and make it a memorable trip. We had staff who sought out chocolate cake for members of our party at a restaurant that didn’t have it on the menu, one who ensured a fresh pot of decaf was ready on our second morning after the first morning they didn’t have any prepared and others who did worked hard to help us secure our preferred restaurants for our group of 10. Special shout outs to Obed, Daniel, Enrique, Alejandro (both of them), Oscar, Marco and Samuel for the extra care and attention throughout our stay. Highly recommend one of the private cabanas at the pool for an extra special experience. The service was top notch and it gave the kids a space to chill when they needed a break from the sun. We would absolutely return

Myself, husband & daughter have Visited Mexico a few times now at different all inclusive resorts as we like trying out new places. Overall very impressed with Planet Hollywood Cancun. The hospitality is incredible, the staff go above & beyond, special shout outs to Fernando, Erik, Gael & Claudia in the sports bar which was our favourite place to go in the evenings after a bite to eat. Also Virginia, our drinks server who looked after us all when we were near the Twist bar and kept our drinks flowing. Danny, and all the entertainment team are just brilliant!! From morning, lunch & evenings they work so hard and really make an effort! The food in the resort is brilliant, I was really impressed with the quality & choices at the buffet for breakfast lunch & dinner. & the restaurants were top notch, my favourite being the Italian, Steak & teppanyaki! The beach is beautiful and I enjoyed a morning walk along the coast, we went on November and there was no seaweed. Rooms, we had a beautiful room with a seaview - this was not pre booked I guess we just got lucky. My only downside I would say was the housekeeping, it was clean & cleaned all days, however the bedding didn’t get changed as much as we would like, but this wasn’t going to make me put a negative review as this is personal preference. Pools were fabulous, slightly colder than other hotels but I like it to cool off so I don’t mind, the lazy river is brilliant. We would highly recommend this resort to anyone, thank you! Non star class Family side

What a pleasant surprise - we had low expectations for this resort and we were blown away by the service. We booked star class and it was worth it! Our private butlers, Enrique and Fanny ensured that we were well taken care of and didn’t want for anything. Franky at the star class pool offered exceptional service as well. Never had to ask for a drink once - he was right there with a new one in hand before we could even think about it. The beach is beautiful and the ocean was nice and warm!

Place was amazing! Food option and quality great. Italian, Japanese, Indian, steak, pizza, burgers, sport's bar and more. There are options for everybody. Facilities were well kept and many alternatives: gym, beach, pool, volleyball, spa to be pampered! All the staff was super friendly. Love to be back! Special thanks to Roy & Oscar, our butlers. They went above and beyond helping with dinner reservations and all our requests. They were always available. THANK YOU!

Booked this 'resort' to celebrate my 50th birthday, stayed there for 5 days, from Friday to Tuesday. I had very high expectations after watching several Youtube videos (they must have been paid reviews). To start, 80% of what was shown on the YT reviews was no longer available, for ex. the beach cabanas that used to be free, now they are only available for 'Star Class' guest, pools used to be climatized, now they are not, pools used to have water jets for massages, not working any more, if you aren't 'Star Class' the beach area is horrible with literally no service. There were some ups and downs with service, some of the staff was really nice, but most of it was very indifferent and it was like you was bothering them with your questions, I did not feel welcome. The infrastructure looks like a 20yr old hotel, is very rundown, with cables hanging from the ceiling in hallways, etc. Entertainment was really lacking, you'll expect with the name 'Hollywood' it would be awesome, but it was not. Adult pool barely gets any entertainment and there was never a DJ, during the night the only option was the Disco which opened at 10pm, no shows or anything except for kid stuff. The food was subpar and average at best, if you are from USA, think Gold Corral, that's the quality you get. My NY Strip at the steakhouse was 1/4 inch thick, hilarious, the Mac-n-Cheese was like from a box, watered down and no flavor. Mash potatoes again pretty sure they came out of box. Room service menu was very limited, not a lot of options, not even a soup. The Brazilian 'steakhouse' was the worst of all, all the cuts of meat were over seasoned in a bad way, the taste was horrible, they used the same seasoning for everything, so regardless what cut you get it was tasting the same, they even season the Picania, anybody know you only put rock salt on Picania, it was disgusting. There were flies all over the buffet, overall I did not have any good food at this resort. Alcohol, I'm 100% and open for the resort to prove me wrong, all the liquor at the bars is watered down or altered, I'm a drinker, I know my spirits, even the beer they had on tap was watered down. I was never able to get a buzz no matter how hard I tried. The 'bartenders' didn't know how to make simple cocktails, what a joke. For the price they ask, I could have gone to so many other resorts and got better food, entertainment and service. Definitely not 5star, I would say 3 star at best. Never going back.

We attended a music festival called '80s in the sand and had star class. I totally would recommend it. Our butlers were Ignacio and Robert who took care of our every need. They were helpful for booking dinners, organizing luggage, spa appointments, and just generally being available at any given time. I highly recommend requesting them as your butlers. Star class was completely worth it for us because it gave us preferred seating, Early entrance to the venue and a great room. Ignacio and Robert also decorated our room for my birthday and even saying to me.

First time visiting the Planet Hollywood! We came in for the 80’s sands rock event. This will be one of MANY return trips. The hotel was great! 3 pools that could accommodate whatever mood you were in. The beach was beautiful and the music was OUTSTANDING. The best thing by far here were the PEOPLE. Excellent customer service. We had the opportunity to have both Roberto and Ignacio as our personal vacation assistants and they took great care of us!! 10/10. We can’t wait to return.

Spent a week at Planet Hollywood Cancun with a friend in September and was blown away with the service! We stayed on the adult side and “star class”. Our butler, Edwar, was very helpful with our dinner reservations and checked in on us each day. He even sent us a message with instructions durning tropical storm Helene even though he couldn’t make it to work that day due to the storm. Edwar also arranged for coffee to be sent to our room each morning! Our room was beautiful, spacious, clean, and overlooked the ocean. Housekeeping kept it spotless and the mini-fridge was restocked daily. We ate at a different restaurant each night, all delicious! Loved Guys burger joint for lunch as well as the take-out pizza from the Italian restaurant! We went to the spa for a massage followed up with hydro therapy, strongly recommend! It was so good, we went back a second time! Negotiable the price…it goes up when it rains (supply/demand!). We also enjoyed a yoga session at the beautiful gym. They even had a mimosa station right outside the gym after yoga…loved that! Beach was beautiful and great for long walks. Lots of bars everywhere and it’s evident the majority of staff enjoy their jobs. Really appreciated not having to play the pool towel game, there were plenty of them, plus you could take more than one per person. Lots of chairs available at the numerous pools and beach. One minor criticism is the nightly entertainment, it was just ok in my opinion. We rarely go to the same resort twice however Planet Hollywood is one we would return to!

We had really high hopes for this place with lots of activities for our little ones but it turned into a nightmare. The place is completely unsafe for children: 1) there are no working lifts and so we were told to use the service lift which has some open cupboards to the rear of the area, with a sheer lift shaft drop from 5 floors just 30cm off the floor. So so easy for a child to open the doors and fall in! 2) the swimming pools are full of bacteria. Our son was poorly for a few days and after a hospital visit we learnt that he had caught impetigo. Since my daughter didn’t have it, he can only have caught it from the pool or from the bedding in his cot. On our return we heard of several other cases of strep at the hotel which meant that we could not use any of the pools for the rest of our stay. We reported this on our return and were offered a $110 trip to a pharmacy to collect our prescription which Uber charged $20 for. (Ps do not use hotel taxis) 3) they served raw fish to our son in the steak restaurant which luckily we noticed before he ate any. When we informed the manager at the front desk of this he said there was nothing he could do and couldn’t have cared less. I never write bad reviews but felt compelled to leave one on this occasion firstly for the complete lack of safety and secondly for their complete lack of any empathy or willingness to rectify the issues

This is a hotel that geos over the top on service. Food and beverages are fair, lots of room for improvement. Rooms are ok. Beach is great! But the best part was the flowride where Edson, Joaquín and Xavier made the experience unique. They are so commited to teaching with lots of patience and such nice people I must say. Big kudos to them.

This is a very lively, energetic hotel with amazing staff and a beautiful beach. The food here, especially the Steakhouse, is fantastic. The drinks are excellent, great options at the buffet and nice pools. This is definitely a nice way to return to Mexico after sixteen years. The rooms are also very nice and the AC is perfect. However, this is NOT a place for you if you are looking for a more laid back, quiet vacation experience. There is lots of music, especially at night, very crowded pools and lots of kids. This is a very good hotel for those who love to party and stay up late. Based on that, if you want a very energetic and lively experience, I recommend this place 100%. If you want a more quiet, relaxed atmosphere, I would look elsewhere. Still a great hotel and I loved all the staff! They were great and made me feel welcome.

We stayed at Planet Hollywood in a Star Class Entourage suite as a family of four for 8 nights. This was our first stay at Planet Hollywood, but not our first trip to the area with previous stays at Grand Palladium Costa Mujures, Grand Bahia Tulum, Finest Isla Mujures. The stay Planet Hollywood was mixed for us. The staff was amazing from our amazing butlers (Erik & Andy) who made the trip amazing to the Star class pool staff from Marco helping us each morning to get chairs to the bar and wait staff like Chris and Miguel to David from Room Service and then waiters at dinner like David in the steak restaurant and Carlos in the Indian restaurant. The beach and pools were great. Unfortunately where the resort lost us for the price point of the resort was the condition of the facilities and attention to detail - missing side of swim up bar at the Star class pool exposing rusted metal and sharp concrete shards creating great concern for cuts and injuries for kids and adults, missing pool tiles, broken steps in Building 22, black mold in shower, dirty curtains to balcony, pool fountains and water fixtures that did not work, rotting fence at the kids club. If the resort would make the same effort to fix and maintain the facilities as they did with approaching us with timeshare opportunities and spa treatments the resort would be amazing with the staff and location they had. We saw staff attending to the great vegetation but not if the highly visible maintenance issues during our 8 day stays. Housekeeping was also a hit and a miss. Daily housekeeping came but on three days only left two towels for four guests in the room. Evening service only happened a few nights out of our stay. Again unfortunate lack of detail. Ultimately, due to the condition of the facilities at the price we don’t expect that we will return to Planet Hollywood unfortunately.